Maximum accuracy for business and maximum agility for employees
Drive transformation of your WFM at the pace and scale of digital demands. Artificial intelligence discerns the patterns from the chaos to accurately schedule agents to handle the flow of digital interactions. It’s a win-win for agents, you—and customers.
NICE Workforce Management
(IEX) solution overview
NICE Employee Engagement
Manager solution overview
NICE Enhanced Strategic Planner
(a WFM Solution) Overview Video
“Contact centers are facing a growing volume of digital transactions from a constantly expanding number of digital channels. These essential customer-facing departments need a flexible and adaptable WFM solution that keeps pace with the transforming business world,”
- Donna Fluss, President of DMG Consulting.
Break outdated WFM paradigms
Digital channels are transforming CX—transform your workforce forecasting and scheduling. New True to Interval (TTI) analytics keeps track of asynchronous, periodic interactions and agent workloads for more accurate staffing.
Hope is Not a Strategy
AI and machine learning are solid strategies to manage
your workforce—and they are far better strategies than
hope. The NICE WFM suite offers best-in-class tools to
propel your planning, hiring, forecasting, scheduling,
and intraday management
Is your digital WFM keeping pace?
Machine learning 2.0
to handle digital Channels
Behavioral decisioning delivers
unmatched scheduling flexibility
Accurate forecasting using
AI & 46 algorithms
Focusing on successful digital transformation and customer experience within an organization can generate
0-0 %
uplift in Customer Satisfaction (CSAT)
0-0 %
increase in economic gains
Companies delivering strong
omnichannel customer experience
typically have retention rates of
0%
Accuracy
Improve the accuracy of your WFM by using AI to make forecasts and machine learning to generate schedules. Leverage custom calculations—for example, tailoring how you calculate average handle time for each type of chat, email or social media channel—and use them to create staffing requirements.
Employees
Protect the Employee Experience. Employees today expect that the scheduling process will take their needs into account. The NICE WFM suite leverages not only key metrics but also past behaviors to determine future offers, rewarding employees with more options for schedules that deliver the work-life balance they’re looking for.
Agility
Protect the customer experience by responding in real time as conditions change. The NICE WFM suite reforecasts constantly and lets you know if your staffing needs to be adjusted. It then goes one step further, automatically correcting your staffing levels based on your business rules.
Flexibility
NICE WFM lets you incorporate any staffing model you need to meet the requirements of your employees as well as your business. Unrivaled schedule change options enable you to let employees know whether a request will be approved—before they submit it.
Engagement
Forestall quiet quitting. The NICE WFM suite helps you engage employees with schedules that meet their work-life balance requirements and the ability to make last-minute adjustments to their schedules.
Forestall quiet quitting. The NICE WFM suite helps you engage employees with schedules that meet their work-life balance requirements and the ability to make last-minute adjustments to their schedules.
